Square customer experience

As a writer, every once awhile I come across a terrific article or story and think, “I should have written that.” Last week Om Malik penned a post that I wish I had written. Entitled, “Square, Airbnb and why experience really is design,” the piece makes a convincing case for how the cosmetic aspects of […]

(The following is the first in a two-part blog-exchange I’m doing with Annette Franz Gleinicki, a customer experience expert focused on improving customer and employee experiences. I follow Annette on Twitter and have learned so much from her writings. Because we have similar perspectives on customer experience, we decided share with our readers each others’ thoughts on […]

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